Senior Technical Support Engineer — Remote Global Impact

Magnet Forensics Inc.; United Kingdom; Remote; GBP 45.000 - 65.000; Vollzeit

Benefits dieser Stelle

Generous time off policies

Competitive compensation

Volunteer opportunities

Reward and recognition programs

Employee committees & resource groups

Healthcare and retirement benefits

Zusammenfassung

Magnet Forensics Inc. is seeking a Technical Support Engineer for a remote role based in the United Kingdom. You will diagnose and resolve complex customer issues across platforms, collaborating with Engineering and Product teams to drive improvements and knowledge sharing.

The ideal candidate has 3+ years in a technical, customer-facing support role, strong communication, and robust troubleshooting skills. Occasional travel may be required for training or customer engagements.

Qualifikationen

• Post-secondary education in IT, Computer Science, Engineering, or equivalent practical experience.
• 3+ years of experience in a technical, customer-facing support role.
• Excellent verbal and written communication skills with a customer-first mindset.
• Strong troubleshooting skills across systems, integrations, logs, and workflows.
• Demonstrated ability to balance customer experience with technical rigor.

Aufgaben

• Own complex cases from initial investigation through resolution, providing clear and timely customer communication while balancing speed, technical quality, and customer impact.
• Diagnose and resolve complex customer issues that lack documented solutions or require deeper investigation.
• Reproduce customer issues using test environments, logs, APIs, or diagnostic tools.
• Collaborate with Engineering, Product Management, and other internal teams to investigate defects, communicate customer impact, and support resolution of escalated issues.
• Create and update internal and customer-facing knowledge base articles.
• Onboard and mentor Technical Support Engineers, providing technical guidance on complex cases and investigative methods.
• Identify trends, recurring issues, and potential risks, and surface insights to leadership.
• Recommend improvements to processes, tools, and product functionality.
• Act as subject matter expert for specific product features or technical domains.

Jobbeschreibung

Magnet Forensics Inc. is seeking a Technical Support Engineer for a remote role based in the United Kingdom. You will diagnose and resolve complex customer issues across platforms, collaborating with Engineering and Product teams to drive improvements and knowledge sharing.

The ideal candidate has 3+ years in a technical, customer-facing support role, strong communication, and robust troubleshooting skills. Occasional travel may be required for training or customer engagements.